Complaints

This profile includes complaints for Greystar's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Greystar

  465 Meeting St # 500 Charleston, SC 29403-4832

• 

  Greystar

  1408 N Central Ave Avondale, AZ 85323

• 

  Greystar

  1818 S State College Blvd Anaheim, CA 92806

• 

  Greystar

  5110 N. 129th Ave. Litchfield Park, AZ 85340

• 

  Greystar

  525 Olive Street San Diego, CA 92103

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/07/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From June 2nd, 2023 to August 28th, 2024, I was a resident at Avana Cordoba in Phoenix, Arizona. I kept a great relationship with the leasing office and several of the maintenance workers but the respect was not reciprocated. To lay the foundation of the issues here, when my roommate and I moved in in June of 2023, we were told by Ryan T***** that our unit might smell due to the bathtubs being resurfaced. There should be records kept by them that match this claim regarding unit 2036 and a tub resurfacing in May/June of 2023. Oddly enough, mine and my roommates bathtubs were cracked all along the base of the tub even after the alleged resurfacing. We didn't think much of it and continued on with our lives. I have proof that my bathtub was still damaged upon move in, as seen below. When we moved out, I received an email claiming I owe them $642 due to two tub resurfacings, paint for the entire unit as well as a cleaning fee. In my attached emails below is an email I sent to management months prior to my move out asking if I need to paint my unit as well in order to avoid the extra charge. A manager from Greystar, Avana Cordoba's owner, reached out and stated as long as the holes were patched that I would not be charged for anything. A young lady in the front office, Teshawna, told me the exact same thing when I referenced these charges to her and stated if I have proof the apartment was clean that the $170 cleaning fee would be waived. The $170 for paint should be waived due to management saying I wouldn't have to pay for it. The $400 for both bath tubs being resurfaced on my dime when there was preexisting damage is absurd and I will not pay for it. The problem here is the company has ghosted me completely. Management from Greystar no longer responds to me and their receivables department has given me the cold shoulder. They owe me almost $1150 from mine and my roommates deposits and I need that money back in my pocket as well as these illegitimate charges removed.

  Business Response

  Date: 10/08/2024

  Dear ***** ***********,
  Thank you for sharing your concerns with us. We apologize for the issues you’ve experienced regarding the charges related to your move-out from Avana Cordoba. We have contacted the team at Avana Cordoba and their leadership to investigate the details of your charges, including the resurfacing of the tubs, painting, and cleaning fees. A Greystar representative will reach out to you within the next 10 business days to address your concerns and assist with a resolution.
  Thank you for your patience as we work to resolve this matter.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/07/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I set up auto payment with Union Blacksburg Resident portal for the amount due on the 31st of the month. As a precautionary measure, I logged into the Union Blacksburg Resident portal on October 1st and saw a balance on the rent. I went through the process to pay the balance that was showing up on the account. At this point, the system prompted me that a payment had been processed within the past 48 hours so I cancelled the transaction to avoid a duplicate payment. I received a message on Oct 4 about late payment from Union Blacksburg which was a huge surprise. I paid the rent with the late fees on October 4. I am requesting the late fees be waived due to a Union Blacksburg resident portal system error due to which I cancelled my transaction on October 1st. It is not fair to charge a resident late fees for a system error stating a payment had been processed within the past 48 hours which gave me the impression that I was initiating a duplicate transaction. When I called Union Blacksburg-1) Roxy(I think) at 10:15am said I should send a time stamped photo to consider but she stated my didn’t have any information about the payment details 2) Holly- Disconnected as I was talking with her 3) Isis at 11:45am, she stated that I should have set up the automatic payment on the 1st and should be checking constantly if the payment had been processed. When I requested to speak to her manager, she stated that she would not be able to help with the late fees either. My question is, why did the Union Blacksburg Resident Portal system mislead me on Oct 1st when I was paying the rent? Why should I take the responsibility for the Union Blacksburg Resident portal system error which cost me the late fees?

  Business Response

  Date: 10/07/2024

  Dear ******,
  Thank you for sharing your concerns with us. We sincerely apologize for the frustration caused by the system error in the Union Blacksburg resident portal, which led to the late fee.
  We have contacted the leadership team at Union Blacksburg to investigate the issue further. A Greystar representative will reach out to you within the next 10 business days to follow up directly.
  Thank you for your patience as we work to resolve this issue.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/06/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 12th, 2023, my roommate and I applied to Fourteen 01. During this application process we paid a combined total of $685. During our time of application (9/12), approval (9/15), and our expected move in date (10/23) we paid $1683.48. After the dues of the application, we got our approval letter that had an amount of $948.48. After the current balance we also had to pay to make a pet profile for each animal ($25/each); all requested accounts were paid to the apartment complex along with 3rd party accounts being set up like ***, ********, and renters insurance. The apartment complex said we could move in 10/23, we had come that evening to look at the unit and sign the lease, the complex was very adamant about us signing the lease before we saw the unit we would be moving into. On top of continually pouring money into an apartment that we hadn’t even seen, the complex told us at first that we would have a 1st floor unit then changing it to a 2nd floor unit and not telling us until we pointed it out. When we arrived at the apartments on the evening of 10/23 to see the unit, they brought us to a unit that had not been updated like the one they told us it would be, simply saying our concerns were cosmetic and it wasn’t their problem. We came to this unit and you could see fire hazards, “Landlord Special’s” with shotty “repair” work done throughout. My roommate and I could not go through with signing the this lease if there was so many issues leading up to this point. After having many runarounds with the apartment they agreed to give us only $948.48 (including fees like pet deposit). Over the next 10 months we would call for our mailed check that was on the way and never came. The apt complex kept saying “It will take 2 months”, “It’s in the mail”, “There’s nothing we can do”. Continually not letting us get the money we deserved to have back, they would not let us go to the office and pick this up, it *had* to be mailed. Still no money.

  Business Response

  Date: 10/07/2024

  Dear *******,
  Thank you for bringing your concerns regarding your experience at Fourteen01 to our attention. We apologize for the difficulties you’ve encountered regarding your refund. We have contacted the team at Fourteen01 and their leadership to investigate the situation, and a Greystar representative will reach out to you within 10 business days to discuss this further.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/05/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Greystar was the property manager of the Retreat at State College where I lived from 7/2023-7/2024 along with my roommate ****** and two others. As part of my lease, no security deposit was paid. Upon moveout, the retreat changed property management companies and stopped using greystar. As a result of this, greystar sent all outstanding move out related charges straight to a collection agency. I received no notice of my charges until after they were sent to collections. This is already extremely unprofessional.
  
  I specifically disputed $150 of the ~$450 that I paid to greystar. These charges were related to damages from LED strips in the apartment common area (shared by all 4 roommates). See attached doc for charges.
  
  I have clear evidence (attached) that the retreat (and therefore greystar) promised to not charge my roommates and I for these LEd charges. Greystar has ignored every attempt to contact them. I was forced to pay the $450 to prevent damaging my credit.
  
  Given my clear evidence that $150 of this charge is invalid, I would like greystar to refund me this money. Happy to provide more info if needed. thank you

  Business Response

  Date: 10/07/2024

  Dear *****,
  Thank you for bringing this matter to our attention. We sincerely apologize for the issues you've encountered regarding your move-out charges at the Retreat at State College. We have contacted the appropriate leadership to investigate your concerns, and a Greystar representative will follow up with you within the next 10 business days to discuss this further.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:10/05/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a renter of the managing property @ 9935 NE 125th Lane Apt 3 Kirkland WA. On August 1st this management company took over the Hubbard’s Crossing properties. Renters were notified by flyer and to pay our rent to the new properties on 8/1. Normally we pay through online portal, however we renters were locked out of this portal. In a very rare occurrence I reached an employee on the phone who said to pay however I would like with check or money order and drop it off in the office drop box. I did so with check After this the company went silent. No matter how many times I called it was to no avail and all voice mailboxes were full. No one in office either. Finally check we cashed in 8/21 my lease expires 10/24 and this company has made it difficult to get a ledger for my new landlord and to fill out vacate paperwork. Finally I received an email acknowledging my vacating request but this company continues ti evade me to set up a time to turn in keys and end my tenancy. I have replied 3 times to their email asking to set up a time and left multiple messages with no return call. There are many other complaints I have and neighbors are experiencing the same troubles as I am. I now live in Tacoma area and am unable get to the office during business hours. When I call I get the voicemail most times and leave messages that are not returned. In the few occasions I reach someone I am told someone will call me back but they do not. I want to turn in my keys and proof that I have satisfied my lease. I kept this home in excellent condition and treated it as if it was my own and always paid on time. I have cleaned it and would like some resolution to this situation. Before Greystar took over this property there were no issues. All calls and concerns were addressed immediately. For two months they held my rent for sometime without cashing or explaining the issues. As a tenant I would not be able to return this behavior without consequences such as eviction.

  Business Response

  Date: 10/07/2024

  Dear ******,
  Thank you for sharing your concerns with us. We apologize for the difficulties you’ve encountered while trying to process your rent payments and complete your move-out at Hubbard's Crossing. We have contacted the local management team and their leadership at Hubbard's Crossing to investigate your concerns, and a Greystar representative will be reaching out to you within 10 business days to assist with the move-out process.
  We appreciate your patience and understanding during this time.
  Best regards,
  The Greystar Team 

• Initial Complaint

  Date:10/05/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hidden rental costs & security deposits withheld by Greystar ENVii.The security deposit 750 and was credited 116.71 back.They told me 250 of the deposit is non-refundable & did not saywhat it was used for.I’ve asked for 72 credit for carpet cleaning & 35 kitchen & bathroom cleaning.They said no. I request, that 250 pet security deposit bereturned to my account since there is no damage from dog.The onlycharges they should have deducted from the 250 security deposit are for 2mon.of common area maintenance & pest control that they failed to bill in Mar. &Apr.Those total 96 leaving 154 credit to my account from 250 security deposit.They billed add. charges for July&Aug. total 175 without backup how thecharges were assessed.I ask these be examined before I pay them &the security deposit should not be used.I ask for 404 credit back to my account &once they have proven the list of charges (175) they should bill me separate from the security refund.There are neg. reviews and several class action lawsuits related to “junk fees”.The website has a rental cost that can be 200 less than the actual bill each month. Other issues:-4mon. w/ water & sewer issues from a water main break causing apart. to flood, no water or use of toilets for several days on and off from Dec - Apr. carpet was dried &was not replaced & it was stained from the water.I was not compensated for water or sewage charges.Ipaid upfront 250 non-refundable deposit - not sure what this is for?250 security deposit, 250 pet deposit. On move out,only return 78 and charged 72 to clean the carpet that needed to be replaced.The baseboards had mold so imagine the carpet didtoo underneath. The lease shows the base rent + trash-door to door pickup 18.The actual charges included:43 common area fee,5 pest control,10 trash pickup (+ 18 above)6.50 utility admin fee.Utilities are billed separately on top of rent &are based on usage &size of apart.charge varies with no basis given.In addition, I had to pay to the utility comp.

  Business Response

  Date: 10/07/2024

  Dear *****,
  Thank you for sharing your concerns with us. We apologize for the issues you've experienced regarding your rental costs, security deposits, and additional charges at ENVii. We have contacted the property and its leadership to investigate this matter, and a Greystar representative will reach out to you within the next 10 business days to discuss your concerns further.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:10/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a tenant at a building managed by Greystar and they did not return my security deposit. Management claimed to have sent a check but provided no tracking or proof. When contacted, they continued to claim they would contact their internal accounting department for months - well past the New York State legal deadline to return the security deposit. They are acting in bad faith and I will need to use the court of law to retrieve funds which are contractually obligated.

  Business Response

  Date: 10/07/2024

  Dear ****,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the issues you’ve encountered regarding the refund of your security deposit. We understand how frustrating this situation must be, and we take your concerns very seriously.
  We have contacted the management and leadership at your former property to investigate the matter, and a Greystar representative will be reaching out to you within 10 business days to discuss your concerns in more detail.
  Thank you for your patience, and please know we are committed to resolving this matter as quickly as possible.
  Sincerely,

• Initial Complaint

  Date:10/03/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I submitted an apartment application on 4/27/24 to Ascend St. Charles. We received an email notification that we were approved for the apartment on that date. We spoke to the leasing agent, Ericka, regarding what type of income documentation we were going to provide. We initially submitted two weeks of w2 paystubs for my husband and an offer letter to show proof of my income. We were advised by Ericka (leasing agent) that my offer letter needed to be signed and that was the hold up. I asked if Ascend could call to verify employment, we were informed that is not procedure. We then submitted adoption subsidy income. Per their request, we showed proof of the adoption decree and proof of the IN subsidy contract which indicates that we are entitled to that money on a monthly basis. We also provided proof of the adoption income direct deposited into our checking account. Additionally, we provided the adoption subsidy monthly stubs. None of that documentation was taken into consideration.
  
  We were in communication the entire time with the leasing agent and leasing manager, Bethany M******. We were asked continuously to provide additional documentation over and above what is customary. It got to the point where my husband and I determined we were not going to get the apartment even with 750+ credit scores and showing proof of income in excess of $170,000. We do not believe that Ascend or Greystar acted in good faith and was willing to work with us.
  
  I am requesting a reversal of the $175 application fee that was assessed to us as we believe Ascend did not have any intention of renting their property to us.
  
  I have email documentation showing the paper trail of Ascend asking for income information and us providing them all that we were asked for.

  Business Response

  Date: 10/04/2024

  Dear ******,
  Thank you for sharing your concerns with us. We apologize for the frustration and inconvenience you experienced during your application process at Ascend St. Charles. We have contacted the team at Ascend St. Charles, along with their leadership, to investigate the issue thoroughly. A Greystar representative will reach out to you directly within 10 business days to discuss your concerns, including the request for a refund of your application fee.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Horrible expedience with this property management company. I was forced to sign the lease before seeing the property. The pictures they use for the property online we not up to date. Every time I brought the discrepancies up I was told “the owner sees this as cosmetic”.
  
  I was initially told they would try to find me another property here, and I never heard anything back.
  
  The first problem I have is the the driveway is a 180 degree slope, which isn’t good for your car but on top that there is a leg injury that can get injured again with this drive way. We were prevented from parking on the street. I provided a doctors note stating this and was told they would reach other to see what the can do. I have never heard anything back.
  
  I was overcharged for rent 3 times and they don’t do anything about it. I called in several times regarding this issue and am always told they would look into it and call me back. I never received a call back.
  
  This front lawn is full of weeds both from and the back yard is all weeds. They were suppose to have a landscape company come and treat the yard, I never heard anything back despite several attempts to contact them. Then they fine me for the landscape.
  
  The are spiderwebs all over the house. There was suppose to be pest control sent and again I haven’t heard anything back.
  
  I called several times and have several emails regarding these reoccurring complaints. And I’m tired out. They need to find me another property, or let me out of this lease because clearly they are not going to do anything that they say, and clearly no one will be contacting me about it. In fact the last communication I had outside of me calling every number to reach someone was over a month ago and I’m sick of this scam company.

  Business Response

  Date: 10/02/2024

  Hello,
  Can you please
  provide me with the name and address of the property that this is concerning?
  Thank you,

• Initial Complaint

  Date:10/02/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First, I lost 2 packages the first day I moved in here (Sep 19th), which are more than 1000 dollarstogether. This is what is indicated in the lease "In the event your community offers a package lockersystem, couriers will make all deliveries exclusively through the locker system. " So I have no means to ask any delivery people to deliver packages to in front of my door. After the incidents, we (my husband and I) reached out to the management team immediately. They sent us an email to fill out, which is about the detailed info of the packages. We sent the email back to them 3 times in total (Sep 21st, Sep 24rd, and Sep 26th). No reply until this point. (Have documented evidence).The important incident is: There was a sprinkler explosion 2 days ago and they already did one“emergency” check 2 days ago (September 29th). Management came by at around 7pm the day of the incident, took around a minute to look, didn’t say anything further, didn’t say there was or wasn’tdamage, didn’t say further inspection would or even might be necessary.Today maintenance broke in when I was sleeping and they said it’s an emergency but by no means it qualifies as emergency because everywhere is dry and they already did one emergency check 2 days ago. There’s no notice about this at all beforehand. It is clearly indicated on lease that they can only break in if it’s an emergency but if it's just a necessary fix or inspection they cannot come in without out permission if there’s no 48 hour notice with the date, earliest and latest time, and telephone number. Then there’s a manager coming over later telling me they will give 48 hour notice next time. (I have video evidences of everything).Now my request is that I want to break lease as soon as possible without paying any penalty or future fee. Their rule for early move out is that we pay reletting fee (more than 3k) and pay rent until it is rented out. Thanks for your help in advance!

  Business Response

  Date: 10/02/2024

  Hello *******,
  Thank you for sharing your concerns with us. We apologize for the issues you've experienced regarding package delivery, the lack of timely responses from the property team, and the entry by maintenance without prior notice.
  We have contacted the management team at your property (4715 25th Ave NE) and their leadership to investigate the situation. A Greystar representative will reach out to you within 10 business days to discuss your concerns further.
  Thank you for your patience as we work through this matter.
  Best regards,
  The Greystar Team